We always encourage our Vas to make clients happy because “A Happy Client is a Happy VA” but we believe it also works the other way – a happy VA makes a client happy too.
Although Filipino VAs are generally not choosy when it comes to being assigned with a client, there are still things that they want from a client. We have gathered this information because this would help the clients understand how to build long-term relationships and enjoyable work for their VAs.
Below is the list of what the VAs have to say. Note that although each VA has individual needs, we find that they have similar needs which we listed here as a summary:
1. There is open and clear communication. It’s hard to work with someone who has unclear instructions and assumes that the VA knows what the clients have in mind. VAs do not want someone who they call “ghost clients” – one who does not respond and hard to get in touch with.
2. Has direction and vision or has the end in mind. VAs don’t want to be working alone for clients who never really know what they specifically want, yet they assume that the VAs understand everything.
3. Gives honest and helpful feedback. VAs want feedback and would like to work with clients who know how to provide feedback that makes them understand if they are honestly doing well or not. They do not want to hear from clients that they are doing well yet they hear from the staff that there is negative feedback after all.
4. Mentorship mentality. VAs would like to work with someone who nurtures them and encourages them to learn new skills. They like it when the client is willing to teach, train and gives constructive criticism. Having a mentorship mentality also means being approachable, gives or shows appreciation and encourages learning.
5. Responsive, real and knows respect. The kind of client they want to work with is someone who is understanding and compassionate. They give their VAs enough time or window to learn things so they can better perform the responsibilities expected of them. VAs want clients to understand that the VAs are humans, who are worth the respect.
6. Very organised and knows exactly what they want and when they want it. VAs sometimes feel frustrated when clients keep on changing their minds or when they just brain-dump ideas and expect the VAs to get it immediately. They work better with someone who already knows what they want and allow the VAs to execute freely and independently.
7. Straight forward and “no sugar coating”. When clients are straightforward, the VAs can easily address what needs to be done. Understanding how many hours they want the VAs to spend and how they want the results to be delivered are very helpful for the VAs.
8. Treats the VA as a valued support partner – VAs like it when the client is very vocal and appreciative of their work. They also like it when clients genuinely show interest to them and their families. They think it should work both ways in order to have a good working relationship.
9. A client who sees the VA as a “person” not just a worker. VAs want to be viewed as humans and not robots. Some clients sometimes feel like VAs should not make mistakes or not have other priorities than them, which makes VAs feel de-motivated. VAs want to be understood as a family person in different situations. Sometimes, flexibility with time goes a long way since VAs also have times when they cannot reply to emails immediately. The client should be willing to wait for a reply within working hours or until the end of the day.
10. Constant communication. This helps VAs know that they are aligned with what is expected of them. Some clients ask to work on a particular task without having a clear description of what VAs need to do. When the VAs had the initiative in doing things based on their understanding of the tasks, clients later tell the VAs that they did wrong. So the ending is that both parties are disappointed with each other.
11. Be prompt when the VA asks for some clarification with regards to the task. VAs understand that clients are busy, that is why they hired them in the first place. However, answering the questions 2 or more days after the VAs raised the questions with several follow-ups is a little late. Then when clients check that the task is not yet done because of the pending questions, clients get mad, which upsets both. This is the reason why VAs want clients to give feedback immediately when they see something wrong. VAs appreciate it if they can sort things right away. They admit that they are not perfect and there are times that they might not see their mistakes the way other people see it so immediate feedback is really helpful.
12. Open for suggestions to make the work better and easier. VAs and clients have different ways of doing things. VAs can sometimes think of ways that they think are easier and better, as long as it won’t affect the result that clients want. They would love to work with clients who are open to suggestions and not stick to the status quo unless there is a good reason for it.
13. Generous. Although money or any form of rewards is not as important as being treated well and having long term, stable jobs, generosity is still a factor that makes the VA happy. A simple reward such as tokens, bonuses, and allowances is a great motivator for most VAs.
